Assistant Collections Strategies Manager

512 300 Kind Consultancy

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Motor Finance Business

Kind Consultancy is working with a successful Motor Finance business which is looking for an Assistant Collections Strategies Manager to join their offices in the Birmingham area in a full-time role paying circa £30,000 (dependent on experience). The role will be 100% office-based for an initial training period lasting up to 3 months, and will then shift to a hybrid model requiring 2-days per-week in-office.

The Assistant Collections Strategies Manager to help to manage the Contact Centre team, with key responsibilities including:

  • Supporting the creation and execution of effective contact strategies
  • Proactively identifying performance challenges and proposing remedial actions
  • Monitoring and maintaining contact centre technology and strategies in real-time, including SMS, Dialler, Customer Survey, Multiple IVRs and Email
  • Managing data outputs to identify trends and publishing findings to a high level of detail
  • Producing and analysing strategy management information (daily / weekly / monthly and bespoke ad-hoc reporting)
  • Resource planning, forecasting and real-time/future monitoring to provide accurate resource forecasts to minimise cost and maximise revenue across different locations
  • Ensuring & evidencing OFCOM adherence

For the Assistant Collections Strategies Manager opportunity, we’re looking for candidates who:

  • Have knowledge and experience of managing a dialler within a Collections Operation – Experience of a Noble Systems or Alvaria dialler would be advantageous
  • Have knowledge of strategic and tactical contact strategies in order to help achieve business objectives including SMS and IVR technologies
  • Have experience of resource and capacity planning for multiple teams/business areas/products – Experience of IEX TotalView an advantage
  • Can perform strong statistical analysis of data outputs including in its rawest formats
  • Have strong organisational and time management skills and good communication, interpersonal skills and leadership ability
  • Are accurate, with consistently strong attention to detail
  • Possess good Microsoft understanding inclusive of Word, Powerpoint, Outlook and strong Excel skills. SQL experience is not essential but desirable
  • Are passionate about Treating Customers Fairly
  • Are actively focused on risk management and compliance with relevant regulations

If you’re interested in the Assistant Collections Strategies Manager opportunity and you have the skills and experience we’re looking for, please apply with an updated CV today.

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